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Customer Support Team Lead

vor 2 Monaten

Zürich, Zürich, Schweiz Relai AG Vollzeit

Role Overview

We're looking for a skilled Customer Support Team Lead to join Relai AG, a Swiss-licensed Bitcoin-focused financial service provider. As a key member of our support team, you'll be responsible for delivering exceptional customer experiences and driving process improvements.

Main Responsibilities

  • Lead and mentor a team of Customer Support Agents, fostering a collaborative culture focused on customer satisfaction and continuous improvement.
  • Provide fast and high-quality written support across all communication channels, ensuring a seamless customer experience.
  • Monitor, document, and escalate technical or recurring issues to the Product/Tech Team, providing detailed reports and actionable insights.
  • Gather and analyze user feedback to identify pain points and collaborate with the Product/Tech Team to drive product enhancements.
  • Leverage AI tools to streamline workflows, reduce response times, and enhance the overall customer support experience.

Requirements

  • Minimum 5 years of customer support experience, including at least 2 years in a Team Lead capacity, preferably in a fintech or high-growth startup environment.
  • Proficiency with Intercom and experience with Fin AI and various reporting tools.
  • Strong customer-centric approach, with a data-driven mindset to optimize workflows and improve customer satisfaction.
  • Excellent written and verbal communication skills in English and German, with a passion for delivering outstanding service.
  • Affinity for Bitcoin and self-custody principles, with a keen interest in staying informed about the latest trends.

Benefits

  • Flexible work-from-home arrangement anywhere in Europe.